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Severity Incident Analyst
San Francisco, CA

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About

Job Description

The Opportunity

As a member of the Service Desk Team, this position will be responsible for servicing the incident and request queues of the service desk. This will include receiving, analyzing, troubleshooting and resolution of major incidents affecting systems operations.

Responsibilities:

* Managing incident activity to ensure all tickets are being worked and resolved within the correct ticket urgency, proper team assignment, within all SLAs, and updating all relevant incident data within the corresponding ticket.
* Create the ticket and troubleshoot.
* Performing root cause analysis and restoration for critical applications and incidents while ensuring all alerts are addressed and escalated correctly.
* Lead triage of critical production incidents while coordinating all functional resources.
* Monitoring organizational systems and assets.
* Creating knowledge management documentation.

Qualifications:

* 4 years of network/communications management experience or relevant technology related experience.
* Experience in incident response/incident management in a large, technically divers environment.
* Knowledge of ITIL practices. ITIL Foundations certification preferred.
* Proven ability to manage major incidents and outages to successful resolution.
* Advanced analytical and deductive skills and technical skills for quick resolution.
* Ability to take ownership and manage coordination of others when incidents arise.
* Command and Control presence while managing critical incidents.
* Ability to maintain composure in a fast paced, high volume and pressure environment.
* Exemplary customer service skills when working across diverse organizations.
* Demonstrated experience with Service Now.
* Be available for Oncall support during afterhours as and when necessary

The Company

Rodan + Fields was founded in 2000 by Stanford-trained Dermatologists Dr. Katie Rodan and Dr. Kathy Fields with a passion for giving people the best skin of their lives - and the confidence that comes with it. Today, Rodan + Fields is the #1 Skincare Brand in North America[1] in 2018 and the #1 Skincare Brand in the US in 2016, 2017 and 2018[2]! The company has grown its innovative line of products and expanded into Canada and Australia. Headquartered in San Francisco, CA, R+F now employs approximately 700 people, has more than 300,000 enrolled Independent Consultants and over two million Preferred Customers.

At Rodan + Fields, you will be challenged to make an impact, inspired to do more, and rewarded for your contributions. We are transforming skincare, and we welcome your big ideas to fuel our ambitious growth plans! If you are looking for a life-changing career opportunity, we've got your prescription. You'll become part of a positive, passionate movement that celebrates greatness and encourages employees to be catalysts for change. We provide a creative, vibrant workplace outfitted with all of the technology, tools and training you'll need to learn, grow and thrive! We create life-changing impact in our communities through our non-profit, Prescription for Change®, the heart of Rodan + Fields. By funding empowerment programs for students, we teach them how to use their skills to make life-changing differences in their lives and the lives of others. Join us and share your talents as we develop innovative solutions for your skin and empower entrepreneurs. In addition to working arm-in-arm with industry leaders, employees at Rodan + Fields enjoy rich benefits plans and perks.

[1] Source Euromonitor International Limited; Beauty and Personal Care 2019 Edition, retail value RSP terms; all channels, Skin Care includes Sets and Kits; North America defined as Canada and the United States[2] Source Euromonitor International Limited; Beauty and Personal Care 2019 Edition, retail value RSP terms; all channels, Skincare includes Sets & Kits.

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